Warranty & Returns
Questions about our warranty & returns?
If you have any questions please feel free to email customer-support@eco-vape.uk or call +44 (0) 1773687676
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General Returns Policy
Eco-Vape is happy to replace or refund any products that are unopened and unwanted within 30 days of you receiving your order.
Due to hygiene reasons, Eco-Vape cannot accept returns of any items that have been opened and used including consumable products including disposable vapes, coils and e-liquids. This includes any items where the childproof seal has been broken or the sealed hygiene packaging has been opened.
If this is the case, please get in touch with our sales team on +44 (0) 1773 687 676 or email us at customer-support@eco-vape.co.uk and we’ll be happy help resolve your issues on a case by case basis.
If you need to return a product from outside of the UK, please contact us using the details above or via our WebChat and our sales team will be able to advise you on how to resolve any issues.
How do I return a product?
To return a faulty or unwanted product, get in touch with our customer service team to see if we can resolve the issue over the phone. If you then need to return an item, you can use your local Post Office or any other method of sending a parcel, addressed to:
Returns address:
FOA: Customer Service Team
Eco-Vape Ltd
Cotes Park Holdings
Cotes Park Lane
Alfreton, Somercotes
DE55 4NJ
We recommend that you ask for a proof of postage/receipt when you post it, incase the parcel is later lost or damaged during transportation.
Ensure any items you return are unopened, that the parcel is securely packaged and the address is clear and visible on the outside of the parcel.
To handle your return as efficiently as possible, please include a note inside the parcel with your full name, order number and the reason for return (such as faulty, incorrect item or unwanted).
Can I return a faulty item?
Absolutely, we’ll acept the return of any faulty item (except for consumable products outlined above) as long as it’s within the 30 day warranty period. We may ask you to send the device back to us so our team can inspect it and we may need to contact the manufacturer/supplier for further advice.
Alongside our standard returns policy, larger electronic devices such as vape mods or kits which are not manufactured by Eco-Vape should also come with a separate manufacturer warranty inside the box, so you can also contact the manufacturer directly and take advantage of your warranty to fix any issues if we are unable to fix the device.
We advise electronic cigarette users not to store their e-cigarettes with metallic, magnetised or electronic transmitting devices such as keys or mobile phones, therefore extending the lifespan of functional use.
All external batteries and charging cables come with a 14 day warranty as standard, which covers the component parts. As with all products, if upon inspection we find any damage resulting from improper use, it may void any warranty and returns eligibility.
Be aware that our external batteries and vape coils, although made to the highest quality possible, will naturally degrade and eventually fail over a period of time dependent on usage, so we can’t refund these items due to normal wear and tear.
Before returning any item, we always recommend you contact us first in case we are able to help you resolve the fault before having to return the item.
As disposable vapes and e-liquids are considered consumable products, they cannot be returned once used/opened due to hygene reasons – however disposable vapes that do not work out of the box may fall under our Dead on Arrival policy.
Dead on Arrival Policy
Certain consumable products such as single use disposable vapes and e-liquids usually cannot be returned for hygiene reasons.
However, if a product arrives ‘dead on arrival’ (for example, a disposable vape that does not work out of the box), please get in touch with our sales team (via live chat, telephone or email using the details at the bottom of this page) and we will be able to deal with any issue on a case by case basis, subject to supplier / manufacturer terms and agreements.
What about postage?
If your product is returned to us and a fault is found, we will cover your postage cost (up to a maximum of £5 and as voucher to use online or add it to your full refund) and either:
- Offer a replacement of the same item.
- Offer an alternative item of the same value.
- Credit the cost towards your next purchase.
- Provide a full refund.
If our team inspects your returned product and finds that the item isn’t faulty, we’ll get in touch to explain what’s happened and return your item to you free of cost. Please note we are not able to cover the initial cost of returning the item to us if no fault is found.
What if I’ve received an incorrect item?
In the rare case that you receive incorrect items in your order or some items are missing, please get in touch with our sales team as soon as possible on +44 (0) 1773 687 676 so we can investigate and resolve the issue as soon as possible.
Please be ready to provide your full name, order number and address so we can quickly find your order and remedy the issue.
What happens if I want a refund?
If possible we will issue any refund to the payment method used at checkout. Once a refund has been issued, it can take up to 5 working days (excluding bank holidays and weekends) for the funds to appear in your bank account, however it usually takes less than 24 hours after we issue the refund.
Can I return items purchase online in an Eco-Vape store?
Items purchased online via eco-vape.co.uk should be returned by postage to the address provided below and should not be returned in store, as the store will not have access to the necessary records of your purchase and won’t be able to issue a refund.
Returns address:
FOA: Customer Service Team
Eco-Vape Ltd
Cotes Park Holdings
Cotes Park Lane
Alfreton, Somercotes
DE55 4NJ
Can I return items that were purchased in store?
Items that were purchased in an Eco-Vape store can be returned in store if they are unopened and unused, or if they fall under our Dead on Arrival policy. Please ensure you bring your receipt for proof of purchase.
Please note that you cannot usually return consumable items such as opened disposable vapes, or any e-liquids that have been opened or if the tamper-proof seal has been broken. However, if there is an issue with an e-liquid you have purchased from us either online or in store, please get in touch with our sales team at +44 (0) 1773 687 676 and they will help you resolve the issue.
We’ll always go out of our way to make sure you have a great experience ordering with us online and are happy to remedy any issues.
If you do have any complaints or queries, please contact us at customer-support@eco-vape.co.uk and we will be happy to assist!
